✅ Trip Verified
| Boston to Toronto. We recently flew with this airline for a short commuter flight (approx. 1 hr 40 mins). Our flight was delayed 40 minutes, but with little explanation as to the delay. Our pilots did endeavour to make up time in the air. The design of the plane is such that, depending on the seat, passengers may experience louder in cabin noise (than had been my experience with other airlines). In-service was fairly standard, but did include free alcoholic beverages - I believe there was one white and red wine selection, respectively, and one brand of beer. On arrival, we were met with damaged luggage - one hardshell suitcase had been cracked and punctured, and one softshell suitcase arrived scraped, dirty, and weathered. We submitted a claim for the hardshell suitcase and were directed to also follow-up by phone. As the damage was extensive, we declined the airline's offer to attempt to fix the suitcase, but decided to accept the reimbursement for the bag (a standard amount) that would have at least partially paid for the replacement of the bag. After leaving the counter, we awaited the free shuttle advertised as a perk of flying with this airline. However, after waiting 15 - 20 mins, we learned that the shuttle was not running that evening and that we would need to find another mode of transport into the city. When we did arrive home, we did follow-up with the airline but were only able to leave a voicemail, re: compensation for our baggage. After not receiving a return call within 2 weeks, we found another phone number for the airline and connected directly with a kind agent who apologized for our baggage difficulties and for the missed contact. She also informed us that, unfortunately, unlike what had been described at the baggage counter, this airline's policy would not allow issue of a voucher to cover the replacement of the exact style of bag that was damaged (part of a set), but only offered a replacement bag that the airline deemed as equivalent, or a travel voucher with the airline. We did learn that, because the planes are smaller, bags are stacked (more so than, I imagine, with a larger carrier) and potentially resulting in the damages we experienced and reported. We are now paying out of pocket to replace our luggage. After this first experience with the airline and for what was to be a relatively short flight, I cannot recommend this airline. Even if this was a unique experience, the response of the airline still leaves us without recourse and paying more out of pocket to replace our bag than was the cost of our flight. It is not worth the expense of flying with this carrier when other major carriers fly this route, and without these challenges.